ACMA says Entain committed over 500 breaches of gambling self-exclusion rules

Many of the breaches happened because some customers had more than one account across Entain’s platforms.

Australia.- The Australian Communications and Media Authority (ACMA) has taken enforcement action against Entain after uncovering widespread failures in how the operator handled requirements connected to the national gambling self-exclusion register BetStop. The regulator found that Entain, which operates the Ladbrokes and Neds brands in Australia, committed more than 500 breaches.

According to the regulator, the violations included allowing individuals who had registered for self-exclusion to open new betting accounts, and failing to close existing accounts after customers signed up to BetStop. Under Australian rules, licensed wagering providers are required to shut down a customer’s account as soon as practicable once they join the register.

ACMA member Carolyn Lidgerwood said many of the breaches happened because some customers had more than one account across Entain’s platforms. The company’s systems failed to properly identify and link these accounts, resulting in some remaining active despite self-exclusion requests. In one instance, an account remained open for more than a year after the customer had registered with BetStop.

The investigation also identified gaps in Entain’s compliance with marketing obligations. The operator did not consistently promote BetStop in customer communications such as emails and text messages, as required under the regulatory framework.

ACMA has accepted an 18-month court-enforceable undertaking that requires Entain to commission an independent review of its compliance systems and implement any recommended improvements. While no infringement notice was issued due to limitations in available enforcement options, the regulator warned that failure to comply with the undertaking could lead to court-ordered financial penalties.

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Many of the breaches happened because some customers had more than one account across Entain’s platforms. Australia.- The Australian Communications and Media Authority (ACMA) has taken enforcement action against Entain after uncovering widespread failures in how the operator handled requirements connected to the national gambling self-exclusion register BetStop. The regulator found that Entain, which operates…